Summary
Overview
Work History
Education
Skills
Software
Timeline
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George Peloumis

George Peloumis

IT Project & Incident Manager | Change Delivery Lead
Thessaloniki

Summary

Results-driven IT professional with 6 years of experience in support, troubleshooting, and infrastructure management. Specializes in root cause analysis and quality control, with a proven track record of resolving critical business, operational, and technical challenges. Adept at collaborating with cross-functional teams to streamline processes and drive operational excellence. Expertise in monitoring applications, systems, and networks, delivering actionable insights and performance reports to C-level executives. Recognized for leading high-impact projects, demonstrating exceptional leadership, strategic communication, and organizational skills that consistently align technology solutions with business objectives.

Overview

6
6
years of professional experience
3
3
years of post-secondary education

Work History

Change Delivery Manager

TaskUs
Thessaloniki, Thessaloniki
07.2024 - Current
  • Led global implementation of policy and feature changes related to Instagram-Facebook Organic Content across APAC, EMEA, and LATAM, ensuring compliance with regional laws, platform standards, and SLA terms.
  • Partnered cross-functionally with product, engineering, operations, and policy teams to deliver high-profile changes impacting over 1 billion users, driving adoption and process alignment across multiple regions.
  • Mitigated operational and compliance risks by overseeing algorithm updates, feature rollouts, and monetization adjustments, ensuring zero disruption to core business functions.
  • Managed over 10 internal automation and reporting projects using Google Apps Script, improving operational efficiency by 30% and enhancing cross-team visibility.
  • Drove change adoption tracking and analysis post-rollout, enabling sustained performance improvements and platform stability.
  • Acted as a key liaison with client stakeholders, effectively communicating project plans, timelines, and impact to large audiences and leadership teams.
  • Championed process standardization and change management best practices across global teams, improving delivery consistency and reducing implementation time.
  • Provided strategic guidance and support to regional teams, ensuring seamless execution of complex initiatives while mentoring junior staff and promoting knowledge-sharing.

IT Project Manager

DWHITE
Thessaloniki, Thessaloniki
09.2023 - 06.2024
  • Led a 16-member cross-functional team through the full lifecycle of web-based development projects for a diverse portfolio of clients including Metro Thessaloniki and other major enterprises ensuring all technical, UX, front-end and back-end requirements were met on time and within scope.
  • Served as primary liaison across 10+ simultaneous client engagements, translating stakeholder needs into clear deliverables, managing scope changes, and driving 100% on-time, in-budget project completion.

Incident Manager

Kaizen Gaming
Thessaloniki, Thessaloniki
02.2021 - 07.2023
  • Directed P1 incident response for major live gaming events (UEFA Champions League, FIFA World Cup, NBA Finals), maintaining 99.99% platform availability during peak traffic and high-frequency betting surges.
  • Authored ITIL-aligned playbooks and built Grafana dashboards, increasing root-cause visibility by 40% and accelerating MTTR for critical financial and production incidents.
  • Mitigated brute-force authentication attacks by implementing Cloudflare adaptive rate limiting, automated lockouts, and Graylog alerting, reducing unauthorized login attempts by over 75%.
  • Acted as the primary liaison between C-level stakeholders and Product, Engineering, and Operations teams, driving SLA adherence, real-time mitigation strategies, and continuous reliability enhancements.

Customer Care Specialist

TaskUs
Thessaloniki, Thessaloniki
10.2020 - 01.2021
  • Achieved a 98% customer satisfaction rate by resolving high volumes of customer inquiries daily via live chat and email with empathy, speed, and accuracy.
  • Investigated account takeovers and fraud cases, implementing account security measures that reduced fraud incidents by 20%.
  • Acted as a key liaison between customers, delivery riders, and restaurants during live orders, ensuring real-time issue resolution and seamless order fulfillment.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Customer Support Specialist

TaskUs
Thessaloniki, Thessaloniki
03.2020 - 08.2020
  • Provided dedicated support to merchants via phone, email, and live chat, ensuring timely, professional resolution of inquiries related to billing, accounting, and platform usability.
  • Managed a high volume of merchant interactions while maintaining top-tier service quality, adherence to SLAs, and strong relationship-building across accounts.
  • Resolved complex financial discrepancies and account issues by leveraging CRM tools and internal systems, delivering accurate, sustainable solutions.
  • Documented merchant cases with precision in CRM systems, enabling efficient follow-ups, improved issue tracking, and cross-functional collaboration.

Technical Support Specialist

Teleperformance
Thessaloniki, Thessaloniki
12.2018 - 03.2020
  • Provided Tier 1 technical support for telecommunication services including VoBB, PSTN, ISDN, VoIP, ADSL, VDSL, and Fiber, ensuring rapid diagnosis and resolution of connectivity issues.
  • Handled 90+ inbound technical support calls daily, consistently achieving 96% of personal service goals in alignment with strict KPI targets.
  • Assisted customers in troubleshooting service disruptions and explaining technical solutions clearly, contributing to a 15% reduction in average call handling time.
  • Trained and mentored new hires on troubleshooting procedures, tools, and communication best practices, enhancing overall team performance and onboarding speed.
  • Handled complex technical complaints with professionalism and empathy, coordinating cross-functional resolutions and turning escalations into positive customer outcomes.

Education

Bachelor of Science - Computer Science

University of Sunderland
Thessaloniki, Greece
01.2022 - Current

Skills

ITIL-Based Incident Management

Incident Management

Root Cause Analysis (RCA)

Change Management / Change Enablement

Project Management (Agile, Waterfall, SDLC)

Process Optimization

Cross-Functional Team Leadership

Stakeholder & Executive Communication

Crisis Management & Escalation Handling

Reporting Strategic

Problem Solving & Decision-Making

Software

Grafana

Graylog

Zabbix

New Relic

ELK Stack

Jira

Confluence

ServiceNow

Salesforce

Zendesk

Siebel CRM

AWS Console

Microsoft Azure

Red Hat OpenShift

CPanel / Plesk (Web Hosting Panels)

G Suite

Timeline

Change Delivery Manager

TaskUs
07.2024 - Current

IT Project Manager

DWHITE
09.2023 - 06.2024

Bachelor of Science - Computer Science

University of Sunderland
01.2022 - Current

Incident Manager

Kaizen Gaming
02.2021 - 07.2023

Customer Care Specialist

TaskUs
10.2020 - 01.2021

Customer Support Specialist

TaskUs
03.2020 - 08.2020

Technical Support Specialist

Teleperformance
12.2018 - 03.2020

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George PeloumisIT Project & Incident Manager | Change Delivery Lead